Firstly, should you ever receive something from us which is damaged or faulty, we’d like to apologise now. We’ve all ordered something online, and know how disappointing it is to receive something in a sub-standard state. Happily this is very rare, but, being what it is, ceramic and glass sometimes does end up taking a knock (no matter how well you pack it!) that does it no good. Either which way, we want to get it sorted for you asap!!
Often we will ask for pictures to be sent over. Don’t take this personally, it’s not that we don’t believe you – but instead sometimes helps us understand the problem, or gives us an insight as to what has happened and so may enable us to avoid the same problem again in the future.
Where possible, any items which are faulty/ damaged as you take them out of the box, we will always offer to replace the damaged item/ piece – obviously this will be at our cost. If we don’t have the item in stock (and you’d rather not wait till it is) or time is too tight for the event you needed this item for we will issue you a refund. Simples.
In regards to sending items that aren’t as you had anticipated, we offer a 28 day, no quibble returns policy. Should this be the case, send us an email with a bit of information (order number is often a good place to start) and we’ll advise you from there on getting the goods back.